Client Lifecycle
Shipmark follows a client through six steps: Client, Deal, Project Start, Work, Delivery, and Customer Success. Each step has simple checks so nothing important gets skipped, and every change is recorded in the client's history.
Deal Pipeline & Client Story
Track every deal, and see a client's whole history on one page.
Quotations & Contracts
Price it, get it agreed, then get it signed.
Payment & Project Start
Begin work only when the basics are in place.
UAT & Go-Live
Let the client test and sign off before launch.
Handover & Closure
Finish properly, with a record you can look back on.
Customer Success & Renewals
Keep the client after the project ends.
The client lifecycle
Client
Lead becomes a client.
Deal
Pipeline, quotation, and contract.
Project start
Checks pass, then Start.
Work & delivery
Build, UAT, go-live, handover.
Customer success
Check-ins and renewals loop back to a new deal.
Deal Pipeline & Client Story
Track every deal, and see a client's whole history on one page.
Why it exists
Deals, quotes, invoices, and delivery notes usually live in different tools. A pipeline plus one Client Story page means you can answer 'where do we stand with this client?' without opening anything else.
When to use it
As soon as a lead turns into a real conversation about work.
- 1
Open the pipeline
From Leads, switch to the pipeline view to see your deals as a board.
- 2
Add discovery, solution, and demo notes
Keep what you learned on the deal itself, not in a chat thread.
- 3
Start scoping
Creates a hidden pre-sale project so you can prepare the quotation.
- 4
Win or lose the deal
Winning needs an agreed quotation (an admin can override). Losing needs a reason.
- 5
Open the Client Story tab
See sales, billing, delivery, and success history for the client together.
Pro Tip
Pro Tip
Quotations & Contracts
Price it, get it agreed, then get it signed.
Why it exists
A clear price and a signed contract protect both sides. Versioning means nothing agreed is ever quietly changed.
When to use it
After scoping, before the project starts.
- 1
Build a priced quotation
Add price lines, extra services, a discount, and tax. A workspace default tax rate can be set.
- 2
Client agrees from a link
No account needed. A PDF copy is available.
- 3
Create the contract
The agreed total becomes the contract value. The client signs from a link.
- 4
Record the purchase order
Add the PO number, date, and file on a signed contract.
Pro Tip
Pro Tip
Payment & Project Start
Begin work only when the basics are in place.
Why it exists
Starting work before the contract, payment, or details are sorted is how projects go wrong. Start checks make the basics visible.
When to use it
After the contract is signed and before the team starts building.
- 1
Link payments to invoices
Invoices show Paid or Partly paid based on recorded payments.
- 2
Check the project is "Awaiting start"
The project waits at this stage while its start checks are done.
- 3
Press Start
Managers start the project once the checks pass.
Pro Tip
UAT & Go-Live
Let the client test and sign off before launch.
Why it exists
User acceptance testing (UAT) gives the client a clear way to say 'yes, this works' before it goes live, and gives you proof of it.
When to use it
When the work is built and ready for the client to try.
- 1
Create UAT test suites
Group the things the client should check.
- 2
Get UAT sign-off
The client signs off from a public link.
- 3
Record the go-live
Save the live URL and version, then get it approved.
Pro Tip
Handover & Closure
Finish properly, with a record you can look back on.
Why it exists
A clean handover avoids "where is that file?" emails months later, and a closure summary shows what was delivered.
When to use it
After go-live, when the project is wrapping up.
- 1
Build a handover pack
Add the files and notes your client needs.
- 2
Client acknowledges it
They confirm from a public link.
- 3
Close the project
Add a closure summary. You can reopen the project if needed.
Pro Tip
Customer Success & Renewals
Keep the client after the project ends.
Why it exists
Most repeat work comes from clients who feel looked after. Simple check-ins and renewal dates keep that from slipping.
When to use it
After closure, and for any client you expect to work with again.
- 1
Log a check-in
Record how it went and the client's adoption: Active, Low, or Not using.
- 2
Watch client health
Shown as Good, Watch, or At risk. You can override it by hand.
- 3
Request a review
The client rates from 1 to 5 and leaves a comment.
- 4
Set a renewal date
Create renewal or expansion deals in the same pipeline.
- 5
Record churn
If a client leaves, note the reason.
Pro Tip
Pro Tip
Best practices
- Write a reason whenever you lose a deal. It is useful later.
- Keep the Client Story tab open when preparing for a client call.
- Log a check-in soon after closure, while the project is fresh in everyone's mind.
Frequently asked questions
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